• DEMO
  • Request Members

    Service Manager provides an option to add members to a request. As well has having an owner who has the overall responsibility for the request, other Service Manager users can be added as members to participate in the investigation and resolution of that request.

    Support staff that belong to the team where the request is assigned can be added as a member by the owner or they can add themselves. At a glance one can see who has been involved with this request.

    Request Owners can also invite people from other teams by adding them as a member. Where teams may normally have limited visibility and rights to a request belonging to another team, adding someone as a member gives the required access for that member to participate on that request as if they were a member of your team. This lets you reach out for help on an individual request without having to open up access to your entire queue.

    When raising a request and assigning that request to another team, one can also be automatically added as a member. This will allow you to continue to participate or keep up to date with the progress once it has been handed over to a different team to manage.

    Categories

    Latest Posts

    • Locking Request Details

      2017-03-24 20:03:37
      Feature Friday

      This new feature allows the core details of the request to be locked down at a particular point within your workflow...

    • Resolving Linked Requests

      2017-03-17 21:19:54
      Feature Friday

      Whether it be incidents linked to a problem, a problem linked to a change, or a change linked to some service requests, having the ability to resolve or close these in a single action can be a huge time saver...

    • Hornbill Live Chat

      2017-03-11 06:27:15
      Blog Posts

      Hornbill's Live Chat provides a great way for customers and end users to get in touch with the Service Desk...